Remote Technical Support Specialist - Enterprise Apps

Ebsco-Information-Services; United States; Remote; USD 37,000 - 53,000; Full time

Benefits offered by this job

Remote-friendly environment

Job summary

EBSCO Information Services seeks a Technical Support Representative to provide first-line diagnostic and troubleshooting for our software solutions. You will communicate action plans to clients and internal teams, maintaining high satisfaction.

Remote-friendly role requiring 2+ years in application support, excellent communication, and experience with ticketing systems. Spanish language skills are a plus and BA/BS or equivalent experience is preferred.

Qualifications

• 2+ years in an application or software support role.
• Proven experience supporting enterprise or customer-facing applications.
• Excellent communication skills, translating technical issues into user-friendly language.
• Experience with issue tracking/ticketing systems.

Responsibilities

• Provide first line diagnostic/troubleshooting support via phone and email to ensure customer satisfaction.
• Answer questions across the full suite of EBSCO products and communicate action plans.
• Collaborate with other teams to prioritize and diagnose problems to resolution.
• Explain product features, installation, configuration, and deployment of upgrades clearly.
• Conduct independent research to find solutions to customer problems.
• Contribute to department objectives and high client satisfaction.

Skills

Customer support experience

Excellent communication skills

Experience with ticketing systems

Spanish language

Education

BA/BS degree or equivalent practical experience

Job description

EBSCO Information Services seeks a Technical Support Representative to provide first-line diagnostic and troubleshooting for our software solutions. You will communicate action plans to clients and internal teams, maintaining high satisfaction.

Remote-friendly role requiring 2+ years in application support, excellent communication, and experience with ticketing systems. Spanish language skills are a plus and BA/BS or equivalent experience is preferred.